Complaints & Grievance Procedure · How Concerns Reach Olivia
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Fastest path to Olivia: (908) 447-4896. Every complaint is acknowledged within 3 business days, investigated within 15, and resolved within 60. No retaliation. Ever.
If something about your loved one’s care feels wrong — a missed shift, a caregiver mismatch, a billing question, a rights concern — you have the right to say so and to a formal response. This page is the procedure Olivia and Bonjour Home Care follow when you file a complaint, and the independent paths you can use if our response does not satisfy you.
Effective Date: 2026-07-24
Step 1 · Tell Olivia Directly
📞 Phone (fastest): (908) 447-4896 — live-answered
📧 Email: olivia@bonjourhomecare.com
📮 Mail: Olivia Roster · Bonjour Home Care · 210 Haven Ave · Scotch Plains, NJ 07076
📝 In person: By appointment at our Scotch Plains office
Step 2 · What Happens Within 72 Hours
- Written acknowledgment with reference number.
- Case file opened documenting every step.
- Immediate protective action if concern involves active safety risk.
- Written contact plan explaining update frequency.
Step 3 · The Investigation
Olivia leads every investigation personally. Depending on the concern, it may include: reviewing daily care logs; interviewing the caregiver, other care team members, and if appropriate the client and family; consulting the initial assessment and current care plan; reviewing billing records; requesting expert consultation when clinically or legally warranted. Routine investigations complete within 15 business days; complex ones within 30. If a case cannot be closed in that window, we extend by written notice.
Step 4 · The Written Resolution
Within 60 days you receive a written resolution letter including: summary of the concern, findings + factual timeline, determination (substantiated, unsubstantiated, or inconclusive), corrective action taken, right to appeal to the Owner within 30 days, and the independent complaint paths listed below.
Step 5 · Independent Complaint Paths
NJ Division of Consumer Affairs · State Regulator
Phone: (973) 504-4636
Web: njconsumeraffairs.gov
Complaint form: njconsumeraffairs.gov/File-a-Complaint
NJ Long-Term Care Ombudsman · Independent Advocate
Phone: 1-877-582-6995
Web: state.nj.us/ooie
NJ Adult Protective Services · Safety Concerns
Phone (24/7): 1-800-792-6228
U.S. Department of Health & Human Services · Office for Civil Rights
For HIPAA privacy or Section 1557 civil-rights complaints. Phone: 1-800-368-1019
Online portal: ocrportal.hhs.gov
No Retaliation. Full Stop.
Filing a complaint — internally or with any external agency — never affects the quality, timing, or availability of care your loved one receives. Retaliation of any kind against a client, family member, or witness is grounds for immediate corrective action.
Effective Date: 2026-07-24 · Grievance Contact: Olivia Roster · (908) 447-4896